＃70 👀Why a Beautiful App Can Still Wreck Your Inventory: A Field Guide to Breaking Data Silos in Traditional Industry and Retail Author: Kzone Chen / KYORYX Team Category: Marketing Strategy / Business Growth Listen to this article: A mid-sized Taiwan-based manufacturer of medical beds and long-term care equipment—the brand name is withheld under client confidentiality—went into digital service with genuine optimism. It launched a smart field-service app built for hospital customers and the engineers who visit them. The intent was clean. A customer would scan a QR code on the device and file a repair request online. A field engineer would accept the ticket on a phone, report progress in real time, and tick the spare parts required for the visit. Frontline reaction in the first weeks was strong. Customer satisfaction rose. Within three months, the back office was in operational trouble. When an engineer used the app at a customer site to order a replacement part, the s...
＃70 👀Why a Beautiful App Can Still Wreck Your Inventory: A Field Guide to Breaking Data Silos in Traditional Industry and Retail Author: Kzone Chen / KYORYX Team Category: Marketing Strategy / Business Growth Listen to this article: A mid-sized Taiwan-based manufacturer of medical beds and long-term care equipment—the brand name is withheld under client confidentiality—went into digital service with genuine optimism. It launched a smart field-service app built for hospital customers and the engineers who visit them. The intent was clean. A customer would scan a QR code on the device and file a repair request online. A field engineer would accept the ticket on a phone, report progress in real time, and tick the spare parts required for the visit. Frontline reaction in the first weeks was strong. Customer satisfaction rose. Within three months, the back office was in operational trouble. When an engineer used the app at a customer site to order a replacement part, the s...